at Princeton Information Offshore for Johnson & Johnson (NA and EMEA Regions).
Ø Team Management (Spearheading a team of 1 Resolution Specialist, 1 QA and 12 Associates for managing a voice and email based technical support for 40 applications) and Strategic consulting for World Wide Commercial Pharmaceuticals analyzing support trends, processes and support metrics to identify cost savings, cost avoidance's, and process improvements.
Ø Developed and implemented a global support model to broaden scope of support for EMEA.
o Harmonization of best practices between North American and European teams.
o Synergized North American Level 1 support with EMEA Level 2 and Level 3 Support
Ø Developed monthly management metrics like overall team utilization, SLA compliance, customer satisfaction and cost savings/avoidance for the supported operating companies.
Ø Managed the documentation process of new applications.
o Expanded Support portfolio from applications to Intranet Portals.
o Coordinated and Manage the On-boarding of all Global SharePoint Publishing Sites.
o Coordinated and Managed the On-boarding of ATG Intranet portals.
Ø Prepared weekly, monthly and quarterly coordination briefs for clients and team members to provide status updates of ongoing projects, overall metrics for the support team, and new process improvement initiatives.
Ø Developed & Implemented Quality Assurance initiative for project and support related activities.
Ø Ensured timeliness and quality of service delivery for all contractual SLAs and customer queries, concerns and issues.
Ø Developed Team Synergy programs for motivation and rolling out contests to maintain high energy levels at workplace.
Ø Formulated performance measurement metrics for associates.
Ø Done regular performance reviews and yearly appraisals for my team members.
Ø Actively participated in recruitment of new hires for the company.
Ø Proactively identified gaps, report on quality trends, and made recommendations for process re-engineering opportunities to enhance the customer experience.
Ø Conducted internal process audits & process reviews for ensuring strict adherence to the process parameters & systems.
Ø Improving service quality, consistency and ensured sharing best practices to enhance team's performance.
Ø Conceptualized & developed cross-training modules for developing multi skilled work force for optimum efficiency.
Ø Planned training schedule and successfully covered teams from both regions (NA and EMEA) which resulted in improved resolution scores and drop in transfer rate.
Ø Created various reports, spreadsheets for data analysis and improvement tracking. Reports representing data in various formats were presented to see all aspects of progress.
Ø Compiled and processed client data vis-a-vis agent's data at the process level for creating the weekly review deck.
Ø Planning targets, monitoring production, and achievement of overall targets on a daily, weekly and monthly basis.
Ø Held regular team meetings & 1:1 with Team Members to ensure that there is constant flow of information and knowledge dissemination & proactively identify and resolve issues.
Ø Monitored the overall functioning of team, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level.
Ø Involved in professional and personal development of individual team members by identifying training needs, progressive disciplinary actions.
Ø Regularly monitored the performance of associates in team and undertake performance review as per the review calendar.
Ø Coached team members using robust mechanism of auditing, sharing feedback & inputs.
Ø Conducted training sessions and reporting of compliance issues. Identified training needs for agents based on Call Monitoring Sheet (CMS).
Application Support Engineer
Roles and Responsibilities:
This role included Transition of application support as a process, providing application support for end users and new hire training and documentation.
Applications and Processes Handled:
eRoom, Webpublisher, Documentum, Inquisite, eUniversity, VPN Access, PKI tokens, SRM, Janssen Speakers, SameTime, Microsoft Communicator, ATG Portal Administration, Newsnet, Webtrends, Inhouse Laptop building and management.
Ø Managing Transition of Applications (Business Processes) with focus on coordinating and facilitating migration from onshore to offshore centers along with knowledge transfer, quality control measures, matrices and service level requirements for successful implementations, and ongoing quality control management.
Ø Process Mapping (As-Is and To-Be), knowledge extraction and SOP documentation.
Ø Knowledge transfer, Training and Quality Control plans.
Ø Act as a focal point for Process Change and Quality Control updates.
Ø Actively involve in Solution designing, progress tracking, Reporting & Communication Management.
Ø Identify and manage risks during transition.
Ø Build relationship with the counterpart and onshore operations.
Ø Work proactively with my team (Operations) to identify opportunities for process improvement.
Ø Track, update and submit Application (Transition Project) deliverables including Process documentation and Due Diligence.
Ø Responsible for co-ordination with respective Application Owner (Transition Manager) in implementing business processes with appropriate documentation, and providing quality control and training support for an effective implementation and on going operations management.
Ø Overseeing and managing the planning, deploying and evaluation of all learning and knowledge solutions. Solutions range from classroom education, on-line knowledge trainings, web lectures, e-Learning courses, webinars, blended learning programs and other learning alternatives / solutions including "Wikis" for the LMS called eUniversity.
Ø Assist with the development of document management solutions using EMC Documentum .
Ø Support the technical design and implementation of an EMC Documentum repository.
Ø Administering all web & server based applications, analyze & troubleshoot application data & applications, and to monitor & maintain application stability and health.
Ø Analyze application's functionality in a multi-tier environment (particularly using Windows and/or web).
Ø Understand and support every feature of the application to the lowest level of functional detail.
Ø Satisfy the Project Coordinators in providing effective Help desk support on a daily basis.
Ø Help the end users in extracting application data using Ad Hoc reports and database queries as and when required.
Ø Establish a clear communication channel between the various project stake-holders including Users, Project Coordinators, and the other relevant Tech Support teams.
Ø Understanding complex data relationships and co-relating data across different dimensions.
Take responsibility for responding to user queries and other help desk activities.